Logistics, Distribution, and Customer Satisfaction Analysis

This report examines the relationship between logistics, distribution, and customer satisfaction within the courier industry, particularly in Australia. It explores the significance of effective logistics in providing competitive advantages, ensuring timely delivery, and meeting customer expectations. The report is structured around key areas including literature review, research methodology, data analysis, and conclusions. The study employs a deductive approach and utilizes secondary research methods, including case studies, to analyze the impact of technologies like GPS tracking and the importance of service quality models. Findings highlight the influence of efficient delivery systems, the use of technology, and the challenges posed by inefficient processes, ultimately offering recommendations to improve customer satisfaction through enhanced delivery services, communication, and location-based options.

The effectiveness of Logistics, Distribution, and
its relation to Customer Satisfaction
Name of the Student
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Author Note

Introduction
• Effective customer service helps in
providing competitive advantage to the
companies
• Logistics and distribution is important to
deliver the products to the customers
• Customer satisfaction depends on
effective distribution by logistics industry

Background of the Study
• Logistics and distribution helps in ensuring
smooth transactions of the products
• Delivering the products to the right
customers within the correct time
• Using advanced technologies help in
sorting and delivering the products to the
correct customers

Aim and objectives
• To understand the different solutions
present in logistics that will help in
increasing the level of customer
satisfaction
• To assess the impact of customer
satisfaction that can be felt through proper
supply chain by courier services

Research Structure
• Chapter 1- Introduction, Background,
Research objectives and questions
• Chapter 2: Literature Review
• Chapter 3: Research Methodology
• Chapter 4: Analysis and Findings
• Chapter 5: Conclusion and
Recommendation

Literature Review
• Improvement in service quality helps in
the foundation of customer satisfaction
• Customer expectation regarding the
products need to be taken in to account
• Timely delivery of the products to the
customers

Contd…
• Advanced and effective means of
distribution system help in increasing the
customer satisfaction
• SERVQUAL model helps in measuring the
quality of service provided by companies
• GPS tracking and low cost delivery needs
to be maintained to increase customer
satisfaction

Contd…
• Tangibility helps in measuring the
effectiveness of the service that is
provided
• Online billing and postal hubs helps in
increasing trust and satisfaction among
customers
• Service provided has to be empathetic
that helps in providing individual attention

Contd…
• Supply Chain Operation Reference (SCOR)
Model helps in improving communication
in the supply chain
• Deals with packaging and dispatching of
goods to the correct address

Contd…
• Proper service delivery helps in the
success of courier companies
• Ineffective methods lead to dissatisfaction
among the customers
• Ineffective planning leads to faulty
distribution among the customers

Research Methodology
• The research has been done based on
realism philosophy due to the collection of
secondary data and the current issues that
are present in the courier companies
• The deductive approach has been used as
it will help in saving time and budget by
using theories and models

Contd…
• Descriptive research purpose has been
used that will help in providing better
understanding of the topic of the research
• Secondary research method has been
used with the help of case study